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Sr. Technical Support Specialist

Req id:  12643

Indianapolis, IN, US

The Role:

 

Your First Six Months:

 

  • Work independently to solve customer issues, escalated cases, and own casework.
  • Manage an open caseload while maintaining high levels of customer satisfaction.
  • Diagnose, troubleshoot, and resolve software, application, hardware, data transport, and network issues related to service and product offerings.
  • Manage multiple customer cases simultaneously, ensure all case-related information and activities are accurately documented, and provide timely progress updates to customers and account managers to maintain service level agreements.
  • Work with Tier 3, Operations and Development on technical escalations, bugs, and a feature request.
  • Assist customers and alliance partners in troubleshooting and successfully complete disaster recovery tests within a scheduled window of time.
  • Independently identify high-value projects and drive them to completion.
  • Demonstrated leadership capability in cross-functional team environments.
  • A high degree of comfort with complex technical environments.
  • Having informed opinions on important topics and being able to articulate/defend them.
  • Take ownership of customer inquiries by resolving moderate to complex issues. Proactively investigate issues with the customer using her/his knowledge. Make whatever effort required to get to the bottom of the problem. Follow up consistently with customers as promised/agreed upon.  Follow through on all commitments. 
  • Become cross-trained on additional products
  • Go as far as possible to investigate and gather appropriate information, and if necessary, escalate internally.  Responsible for understanding the severity of the issue in order to escalate issues and /or gather the necessary information to resolve the issue through the internal escalation paths in a timely manner. Will provide escalation assistance.

 

Six to Twelve Months and Beyond:

 

  • Assist in documenting new and known issues internally and with other teams.
  • Collaborate with senior resources to improve processes.
  • Gain wider experience in the range of products supported.
  • Compose FAQ’s, document solutions, and knowledgebase items.  Review knowledgebase documentation prior to publication.
  • Become a subject matter expert on a processor-specific product.
  • Solve complex Active Directory issues and Microsoft Exchange issues.
  • Become a mentor to Level 1 engineers.
  • Become proficient in additional products.
  • Make business-critical decisions that help customers or partners understand proper data protection techniques to ensure full recovery when needed.
  • The Customer Care department provides 24-hour customer support, 7 days a week, 365 days a year.  Must be available and participate in On-Call rotation “after hours” during the week and weekends.
  • Serve as the initial point of contact regarding product quality issues; document product quality issues reported by the customer and/or partner and refer quality issues to the appropriate departments to increase product quality.


 

Key Challenges to Overcome

 

In order to succeed the candidate will need to demonstrate the ability to learn new processes and products routinely. This person would also be a self-starter that can create new knowledge base articles and communicate this information with colleagues. Daily activities change with new projects, products, and the needs of the customer. A successful agent will be able to manage the various daily duties with a smile. Performance metrics are monitored for consistency, with many factors that measure the success of each agent.

 

You Are Good At:

 

  • A track record of good judgment and decision-making in positions with significant responsibility.
  • Ability to independently identify high-value projects and drive them to completion.
  • Demonstrated leadership capability in cross-functional team environments.
  • A high degree of comfort with complex technical environments.
  • Having and being able to articulate/defend an informed opinion on important topics.

 

What It Takes:

 

  • Ideally, 3-5 years experience supporting Windows Server environment.
  • AS BS or BA degree in a computer-related field preferred.  Equivalent work experience will be accepted in place of the education requirement.
  • Must possess highly developed interpersonal and communication skills, and the ability to work with an extensive variety of customers. Must be able to work with difficult customers and situations and still maintain a high level of customer satisfaction. Must be able to maintain a professional demeanor when working with difficult or challenging customers.  Heavy telephone usage.
  • Experience with configuration and implementation of Microsoft and/or Linux-based servers.
  • Knowledge of Active Directory, Microsoft Exchange, and SQL
  • Knowledge of WAN and Network protocols (WINS, DNS, DHCP, TCP).
  • Ability to analyze technical problems without visual contact with the machine.
  • Ability to solve complex Active Directory issues and Microsoft Exchange issues.
  • Experience supporting Exchange.
  • Demonstrable experience multi-tasking, organizing, and managing multiple priorities.
  • Extensive experience supporting an Enterprise environment
  • Excellent learning skills.
  • Ability to utilize available resources to the fullest; must have excellent computer skills.
  • Ability to organize and manage multiple priorities.
  • Knowledge of Storage area networks preferred.
  • Ability to analyze technical problems without visual contact with the machine, have excellent learning skills.
  • Articulate at responding both orally and in writing to common inquiries or complaints from customers and partners.
  • Experience effectively presenting information to management and professional colleagues.
  • Demonstrable ability to define problems, gather data, establish facts, and draw valid conclusions.
  • Adept at articulating and responding both verbally and in writing to common inquiries or complaints from customers and partners.
  • Previous experience as a Systems Engineer or a System Administrator preferred.
  • Preferred Certification requirements: Current MCSE preferred or previous MCSE or equivalent experience.
  • Must have excellent spoken and written communication skills and speak English. Spanish, French, or German language proficiency is a plus.
  • Minium Salary - $ 70,162

 

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer. We hire the best talent regardless of race, creed, color, national origin, ancestry, disability, marital status, sex, age, veteran status or sexual orientation. If you require accommodation at any time during the recruitment process please email accommodationrequests@opentext.com. Applicants have rights under Federal Employment Laws including but not limited to: Family and Medical Leave Act (FLMA)Equal Employment Opportunity  and Employee Polygraph Protection Act


OPENTEXT - THE INFORMATION COMPANY

Our growing team is mapping the future of Information Management, and we continue to make new discoveries that expand its boundaries. Join us and be part of a winning team, where the opportunities for your career are limitless. 

From its innovative start as a research project by University of Waterloo professors in 1991, OpenText has grown into a global company with offices in more than 35 countries. Our high- performance culture has forged our growth and is an excellent fit for people looking to push themselves to learn and do more.

It’s our time to lead, and as part of our team, it will be your time too. Our continued growth will provide you the opportunity to explore, learn and chart an exciting career path while enjoying a good work-life balance. 

Perks 
If you thrive in a dynamic work environment, there is always a new horizon to explore. We are proud to offer excellent benefits, challenging work and competitive financial rewards. 

Benefits 
Our employee programs prioritize employees’ well-being and that of their families. We offer a comprehensive benefit plan, education assistance, a wellness/fitness reimbursement and time off to volunteer. 

Social events 
With offices around the world and flexible work arrangements, OpenText strives to make sure all our employees feel connected. Teamwork extends to our social lives too from local social events to company-wide activities, we want our employees to take time to relax and have fun.  

Corporate Citizenship  
Corporate Citizenship is more than a program for us, it is engrained in our purpose, impact, and approach to doing business. Through numerous volunteer initiatives, we support education and innovation for global change.

Explore your career and your potential. Become an OpenText Voyager.


Nearest Major Market: Indianapolis

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